Complaints

This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acima

  PO Box 1667 Draper, UT 84020-1667

  
• 

  Acima

  13907 Minuteman Dr 5th Floor Draper, UT 84020

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I walked in to a furniture store to purchase a bedroom set. They said I could get it on credit with Acima and make payments. They added the insurance which is supposed to cover me if I lost my job which I did. I sent faxed them all the required documents and I have yet to hear back from anyone. I called multiple time and the phone line hangs up automatically. They have billed me 3 times the price of the furniture. Please help me

  

  Business Response

  Date: 04/07/2025

  Acima Leasing has attempted to reach out to Ms. ******* ****** regarding her complaint, and to assist it reaching a resolution, however we have been unable to get in contact with her. We kindly request that she contact our resolutions department at ************ with any questions and so we can assist her further.  

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with advance america I do not have a contract with ACIMA DIGITAL FKA SIMPLE they did not provide me with the original contract as i requested

  

  Business Response

  Date: 03/31/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ***** **** through the Better Business Bureau (the BBB) on March 27, 2025. We investigated her complaint and prepared the following response. Please note that Acima Leasing is not affiliated with *************** and cannot respond on their behalf. 
  
  Ms. **** alleges [She does] not have a contract with ACIMA DIGITAL. Pursuant to our records, on August 3, 2018, Ms. **** entered an independent third-party retailer ************* (the Retailer) located in *****, **. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. **** selected a Sapphire Queen set (the Property). Acima Leasing purchased the Property, and Ms. **** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima Leasing. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.  
  
  Ms. **** claims [Acima Leasing] did not supply [her] with the original contract as requested. We reviewed her lease and we do not have a record of her requesting the original Agreement. Furthermore, the Agreement is accessible by logging into our customer portal at https//:*********************************. This option has been consistently available to *********************************************** has any questions or concerns in regard to her Agreement or would like to explore any purchase, termination, or settlement options that may be available to her, she may contact our customer service department by phone at **************. 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased from ****** February 19th 2025 for a total of $1229.07. 2 items were not shipped. ****** tried to charge the card that was used at the time of the purchase of the other items, but the card declined, which resulted in the items being cancelled. I called Anima 3/11 to speak to someone about the adjustment since I did not receive those items, I was met with rude and disrespectful associates who told me I would have to call ****** for them to refund me. Then I received a email stating the difference of the adjustment, but it does not reflect in my payments, nor did I sign a new contract with the updated amount. I asked to speak with a supervisor, and was told there was no supervisor available. I Called back the next day, and I was told I had to wait for the supervisor. My wait time was over 33 mins. When I did speak to the supervisor, he told me that he would have to contact another department to send out a new contract to sign and he would give me a call back. He never called back and I have not received an updated contract for the difference. I called back the next day, only to have to explain everything again, and was told I would have to get in contact with ****** and have them re-issue me a refund for the 2 items I did not receive. I still have not received a call back, nor an updated contract. All I wanted was to ensure I was not paying for items I did not receive and an updated contract with the right information.

  

  Business Response

  Date: 03/31/2025

  Ms. **** claims that Acima Leasing has not made an adjustment after the return of merchandise. Upon investigation, we confirm that the adjustment has been made to Ms. ***** lease. To confirm the adjustment, we encourage Ms. **** to review the emails we sent to her stating the original rent renewal amount of $115.17 on February 19, 2025, as well as the adjusted rent renewal amount of $109.35 on February 23, 2025. As we confirm that the adjustment was made, we consider this complaint closed. Should Ms. **** have further inquiry, she is welcome to contact us by phone at **************. 

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima fraudulent withdrew more than 1600 that I didn’t approve but I received a email stating that I had agreed verbally for the withdrawal of the 1600 there is no way Acima spoke with me the number they have on file is not a working number so there was no way Acima got a verbal agreement for the withdrawal of the 1600 on 3/15/25

  

  Business Response

  Date: 03/31/2025

  Acima Leasing received the complaint filed through the Better Business Bureau by Mr. ******* ***** on March 27, 2025.  Upon receipt of the complaint, we attempted to reach out to Mr. ***** and provided a mutually satisfactory resolution, however we were unable to establish meaningful contact. We have granted a courtesy to Mr. *****, and as such, we consider this complaint closed. Mr. ***** may contact us at (801) 297-1982 with further questions.     

  Customer Answer

  Date: 04/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:They have not reached out to me discuss a resolution. They have not contacted me by email or phone concerning this matter.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I was taxed on my initial purchase as well as each payment I made to Acima. I am in Missouri and in the state of Missouri, payments made on a lease or loan are not taxable. I will need the tax I paid on the payments I made returned to me at the very least. I do not appreciate being taken advantage of and god only knows how many other in Missouri this has happened to and have been mistakenly charged. I have reached out to the companies resolution department multiple times with no answer. Something like this is grounds for a class action lawsuit. I’d like a reply back immediately. Thank you.

  

  Business Response

  Date: 03/26/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. **** ***** through the Better Business Bureau on March 24, 2025, regarding taxes. We reviewed her lease and confirm Acima Leasing is required to collect tax on rent payments, when required by the customer’s state. Pursuant to paragraph 2 of the rental-purchase agreement (the “Agreement,”) that Ms. ***** elected to enter into, it states “Acima charges and collects tax with each Renewal Payment when required to do so by your state. Your payment amount may change to the extent the tax rate changes after the date of this Agreement.” As Acima Leasing is required to charge tax, we are unable to remove it from Ms. ******* Agreement. Please note that Ms. *****, exercised an early purchase option and purchased her lease on December 25, 2024.  
  
  As her lease is purchased and closed, and we confirm we appropriately charged tax, we consider this complaint closed. Ms. ***** may contact customer service by calling (801) 297-1982 with further questions.  

  Customer Answer

  Date: 03/26/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  According to the Missouri Department of Revenue, “Rental and lease charges to a customer for tangible personal property where tax was paid at the time of purchase are Exempt”
  

  Please research this further. 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute an inaccurate account on my ********************** report. Upon reviewing my report, I noticed an account listed under the name Acima and *********************** which I believe is invalid.I am requesting that this account be investigated and removed from my credit report under the Fair Credit Reporting Act (FCRA). This account is either:Incorrectly reported: The details of the account are inaccurate or do not belong to me.Fraudulent/Unauthorized: I did not open or authorize this account.

  

  Business Response

  Date: 03/26/2025

  Acima Leasing reviewed Ms. ******** ***** complaint, and confirms we are not reporting her lease or payment history to the credit bureaus. We are unable to provide a response on behalf of other companies. If she has questions regarding her Acima Leasing lease, she may contact our customer service department at **************. If she wishes to provide proof of alleged fraud, she may contact our fraud department at *******************************  

• Initial Complaint

  Date:03/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  q. Discrepancy in Reported Balance: According to the documentation I have reviewed, the account was charged off with a total of $966 written off. However, my credit report shows a $938 past due balance as of December 2022. This discrepancy suggests that the balance reported by the collection agency or credit bureaus is inaccurate. The balance shown may not reflect the actual amount owed or the charge-off, and I am requesting a full verification of the current balance, including any interest or fees added since the charge-off date. 2. Lack of Verification and Documentation: I have not received any formal verification of the debt or documentation regarding how the balance was calculated. Under the Fair Credit Reporting Act (FCRA), all entries on my credit report must be accurate, and I have the right to request documentation proving the validity of the reported debt. This should include a breakdown of the original debt, the amount that was written off, and any additional amounts added by the collection agency or creditor. A detailed statement from the collection agency that confirms the $938 balance as reported. 3. Impact of the Inaccurate Reporting: The inaccurate reporting of this account is affecting my credit score and could result in significant financial hardship. Therefore, I request that you provide clear verification of this account, and if any errors are found, remove the inaccurate entry from my credit report. 4. Request for Prompt Investigation and Resolution: Under the Fair Credit Reporting Act (FCRA), I am entitled to an accurate and updated credit report. As such, I request that you investigate the discrepancies and provide me with the results of the investigation. If the collection account is found to be inaccurate, I request that it be removed from my credit report immediately. Please confirm the receipt of this letter and let me know the steps being taken to resolve this matter. I look forward to your prompt response and a thorough investigation.

  

  Business Response

  Date: 03/25/2025

  Mr. ****** alleges that our reporting of his lease as a debt is inaccurate. We investigated our reporting and confirmed that his lease history is reported correctly. Currently, Mr. ******* lease is 948 days delinquent and shows a past due balance of $938.84. If Mr. ****** believes this information to be inaccurate, we encourage him to email us at [email protected] and detail the specific information he believes to be inaccurate. Upon receipt of any dispute of our reporting, Acima conducts a thorough investigation and updates our reporting if necessary. We are responsible for providing correct and accurate information to the credit bureaus, and to immediately update any information that is discovered to be inaccurate. To assist with Mr. ******’ request, we have sent him a statement of payments and his rental-purchase agreement separately to serve as verification of his lease. 
  Mr. ****** may contact our credit reporting department at the email address listed above with any additional questions regarding our reporting.  

  Customer Answer

  Date: 03/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  I am writing to formally reject your recent response regarding the debt you claim I owe. After reviewing the information provided, I do not agree with the validity of this debt and believe it is inaccurate.
  
  
  I request that you cease all collection efforts and refrain from further communication regarding this matter unless you can provide substantial evidence validating the debt in question.
  
  
  If you continue to pursue this claim without adequate proof, I will have no choice but to escalate the matter to the appropriate regulatory authorities.
  
  

• Initial Complaint

  Date:03/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe this company has over charge me and has been taken money from my bank without my knowledge, I recently realized that a sum $26.97 was taken from my account without my knowledge causing me an overdraft fee in my account, I called them and they didn't reverse the payment. Today I have been trying to reach them on phone to no avail making me believe that they have put my phone number to their do not receive system. I have also asked them to send me an invoice to all the payments I have made since last year but none was sent to me.

  

  Business Response

  Date: 03/24/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. ******** *** on March 22, 2025, regarding payments processed on her lease. We reviewed her complaint and provide the following response.  
  
  We note Ms. *** opted into the optional Liability Damage Waiver (“LDW”) service and the optional Benefits Plus service at the start of her rental-purchase agreement (the “Agreement”). These payments run concurrently with her regular rent renewal payments. Her total every-other-week payment amounts are generally comprised of $186.54 in rent, $15.39 in tax, $18.65 for the LDW service, and $6.92 for the Benefits Plus service, for a total of $227.50. On March 7, 2025, the LDW and Benefits Plus fees were not included with the regular renewal payment, as such, this payment was processed for $200.53 including tax. On March 13, 2025, our system processed the LDW and Benefits Plus fee, for a payment of $26.97. We note Ms. *** contacted us directly on March 14, 2025, and we explained the circumstances surrounding this payment. We confirm the payment was authorized pursuant to the Agreement and the optional services agreements Ms. *** also elected to enter into.  
  
  Ms. *** alleges she requested an “invoice to all the payments [she has made] since last year but none was sent to me.” We reviewed our communications and do not have record of this request. We note Ms. *** may review a history of her payments made at any time by logging into the Acima Leasing customer portal located at ********customer.acima.com.  
  
  Ms. ***’s desired resolution is to “Discontinue[] any further direct payment.” Pursuant to her request, we have turned off automatic payments as of the first business day since her request was received, which is March 24, 2025. Ms. *** will have no further payments process automatically, she may access the Acima Leasing customer portal detailed above to make payments, or she may contact us directly via phone at (801) 297-1982 to make payments over the phone.  
  
  Ms. *** additionally requests that Acima Leasing “refund the overdraft fee caused by this business.” Please note, Acima Leasing did not charge Ms. *** an overdraft fee, this is a fee applied by her banking institution. In an effort to assist, as a one-time courtesy we refunded Ms. *** the amount of the payment in question, totaling $26.97, to the original method of payment. Ms. *** must speak with her bank regarding any fees they may have applied. We additionally waived this amount so Ms. ***’s lease remains current and up to date.  
  
  As we have granted Ms. ***’s desired resolution, we consider this complaint closed. Ms. *** may contact our customer service department at the phone number listed above with any additional questions or concerns.  

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April ******* I walked into ***** furniture to purchase a couch.After looking at the couches and seeing a sale sign on the couch I decided I wanted to purchase the couch,but it turned out to be a lease instead.I have paid already over 900 hundred dollars.On March ******* when I went to make a payment through ACIMA App recording stated that balance was ****** but if I payed today it would only be ****** which makes no sense.I have paid more than enough for the couch It would be nice to have a resolution to this financial nightmare.Thank-you for any help you may offer.USN Veteran

  

  Business Response

  Date: 03/26/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ********* ***** on March 24, 2025, regarding her payment and purchase options. We investigated her complaint and provide the following response.  
   
  Pursuant to our records, on April 9, 2024, Ms. ***** entered an independent third-party retailer Bobs Discount Furniture (the Retailer) located in *********, ************** While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. ***** selected a sofa (the Property). Acima Leasing purchased the Property, and Ms. ***** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima Leasing. Pursuant to the Agreement, to obtain ownership of the ****************** could elect to make 38 bi-weekly renewal payments of $34.43 before tax, plus an initial rent payment of $49.00 before tax, for a total of $1,391.55 (the Total of Payments) before tax. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement. 
  
  Ms. ***** has two early-purchase options (EPOs) available, pursuant to the Agreement. Her 90-Day EPO allowed her to purchase within 90 days of receiving the Property, by paying $630.26 before tax, on or before August 15, 2024. This option has expired and is no longer available. The second EPO allows Ms. ***** to purchase at any time, by making a lump sum payment equal to 65% of any remaining rent payments.  
  
  Ms. ***** implies that she intended to purchase the Property but instead entered into a lease. We note Ms. ***** applied directly for our services, and was provided copious disclosures regarding the lease terms, purchase options, and payment amounts both prior to entering into the Agreement and throughout the course of her Agreement. We additionally note we have spoken with Ms. ***** via phone multiple times, throughout the course of her Agreement, and discussed all purchase options with her. 
  
  Ms. ***** expresses confusion regarding her current purchase options. To assist, we provide the following explanation. As of todays writing, Ms. ***** has a remaining Total of Payments of $498.46 before tax. She may elect to purchase the Property today, for the second EPO, for $312.36 before tax, which is 65% of the remaining Total of Payments). She may also continue her regular rent payment schedule, and will obtain ownership upon completion of all scheduled rent payments.  
  
  Ms. ***** requests a billing adjustment. We note Ms. ***** has paid a total of $81.00 in accrued fees. To assist, we have applied this amount towards her rent. This lowers her remaining Total of Payments, and subsequently her second EPO purchase amount, should she choose to utilize it.  
   
  We hope this response and offered resolution assists Ms. ****** If she has further questions, she may contact our customer service department at ***************  

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pressured to make a purchase from an Acima vendor and I never picked up the merchandise never had it in my possession, I contact Acima stating this and that they should contact the merchant to return the merchandise to them since they still had it in their possession and Acima refused to do so and contentiously harasses me about this lease and I told them repeatedly that I do not have the merchandise nor did I ever have it in my possession. They refuse to have their unethical merchant return it to them or refund the lease. The merchant never disclosed they had a no return policy etc. and Acima will not have them return the item or even send it back to Acima to end the lease.

  

  Business Response

  Date: 03/24/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. **** ******** through the Better Business Bureau on March 19, 2025. We note Ms. ******** filed several substantially similar complaints through alternate complaint forums. We have provided a full response through an alternate complaint forum, and consider this complaint closed. Ms. ******** may also contact us directly at (801) 297-1982 with questions.